Business Profile

Pizza

Papa John's International, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Papa John's International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

221 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
August 8 I placed a order for delivery I was supposed to have my order at 731 pm. I never received order. I called store explained to manager never received my order. Manager said order was left at wrong address I demanded a refund to my account. Manager said couldn't get a refund.
Business Response
Date: 08/09/2023
We show the order was
cancelled the same day. Therefore, the transaction was automatically voided,
and the funds were automatically returned.
Thanks, and have a Great Day!
Initial Complaint
Date:08/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an order through the app for 10750 Atlantic blvd.. somehow the app went back to the last place I placed an order, which was at 950 - D Morgans Corner Rd Ste D, Pooler, GA 31322, I am in Jacksonville, Florida, over 2 hours away.. I had to call them over 20 times before they would actually answer their phone and stop picking it up and then hanging it up, no hi or anything, when they finally answered they were just like yeah, that wasn't me that was my coworker.. idc who it was, I needed yall to cancel my order because the app doesn't work correctly, they finally canceled it, but I do not think anyone should have to call a business so many times just to be able to talk to someone and not get hung up on, what if I was trying to make an order and not cancel my order? Oh wait they must not want to work, so they're just hanging up on all your potential customers.
Business Response
Date: 08/21/2023
Thank
you for taking the time to provide us with your feedback. On behalf of Papa
John’s, we would like to apologize for the inconvenience you encountered. Our
goal is to always provide not only a superior quality pizza but also a World
Class Customer Experience to our customers. Per the desired result, the order was cancelled and thus the transaction was voided.

Thank you again and have a great day.
Initial Complaint
Date:08/04/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an online order at 10:33 on 7-30-23, I was told 30 minutes for delivery, an hour later at 11:30 I called the store looking for my order, the lady on the phone told me she had not put my order in yet that it will still be an additional 25-30 minutes for the pizza as they only have 1 driver for the night! I was not informed there was going to be such a long wait for pizza after being told 30 minutes, I asked if I could pick up the pizza and the lady told me yea it would be ready in 10 minutes, had I been informed I would of picked up my order over an hour before hand. After picking up the order the lady said she would compensate me on my account(never happened) In addition I was charged a delivery fee and driver tip for an order I picked up!!!! I am seeking a full refund as this has been an awful experience and theft of my delivery fee and tip!
I have also tried reaching out to papa John a care team for resolution and was ignored after they told me they would email me with resolution
My store I ordered at is Papa John’s Store #811
3644 Main Street
Hilliard, OH 43026-1359
(614)777-4545

My order#**********
Business Response
Date: 08/15/2023
Thank
you for taking the time to provide us with your feedback. On behalf of Papa
John’s, we would like to apologize for the inconvenience you encountered. Our
goal is to always provide not only a superior quality pizza but also a World
Class Customer Experience to our customers. We show the original order had a price adjustment $4.99. We also show the store have provided an in store credit.

Thank
you again and have a great day.
Customer Answer
Date: 08/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

***** ******

***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:08/02/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
some one stole my papa dough to place an fraudulent order #********** in new york city while i live in maryland. i discovered it immediately and called the store to cancel the order when it was not even cooking. the store did not do anything and i still paid for the thief's meal! i tried to protect the store and your company to alert them immediately but it seems that papa johns just want to take my money and does not care if it is theft or not. it is very sad
Business Response
Date: 08/02/2023
Thank
you for taking the time to provide us with your feedback. On behalf of Papa
John’s, we would like to apologize for the inconvenience you encountered. Our
goal is to always provide not only a superior quality pizza but also a World
Class Customer Experience to our customers. We show the store voided the transaction thus the Papa Dough was returned to the account on 8/2/2023 at 12:27am.
We take our customer's
online security very seriously. The security controls around our customers'
accounts and information, including the transmission and storage of credit card
data, are protected by the highest security and PCI compliance standards.
Credit card data is securely encrypted and cannot be accessed except for the
last four digits of the card number.

We have researched
your complaint and have determined that there was no breach of our systems that
would have allowed anyone to access your full credit card data. Unfortunately,
it appears that someone may have gained unauthorized access to your account using
your username and password obtained from a third-party source. This means that
someone could have been able to view your account profile and potentially place
an order by paying cash or using reward dough.

Your credit card could
not have been used because we require the CVV code to be entered with every
order.

Again, we truly regret
that this occurred but the access to your account was not the result of a
breach of Papa John's systems.

The following
recommendations will help us protect your account going forward:
· Reset your password
to a password of your choice but ensure compliance with our recommended
criteria.
· Avoid using the same
username and password that you use for other online accounts.
· Ensure your password
is not easy to guess and periodically change it.
· Do not share your
username and password with anyone other than those people who want to use the
account.

Thanks' and have a Great Day!
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on your mobile app (order #**********) and I accidentally selected cash as my payment option. Upon realizing my mistake I immediately contacted the location responsible for delivery and paid for my order with my VISA ending in ***** I was ensured that the order was updated and I continued working until the order arrived.

Once the delivery driver arrived, she asked me for a payment of $29.32 in which I explained to her that the order had already been paid in full. The driver needed to verify this and called the store manager *** ****** ***** who identified himself as the store manager then later as the regional manager. ** ***** and I got connected on a phone call where he explained to me that my payment did not go through and I needed to pay again. To my surprise I noticed the payment pending in my account so this did not make sense to me at the time. I asked for further explanation but I was denied a reasonable explanation by your Store Manager, instead I was met with disdain and unprofessional behavior.

Your Store Manager *** ***** then decided he had heard enough and that “all I wanted to do was argue” and hung the phone up on me. Enraged, I called back and explained how rude that type of behavior was and that I was coming to collect and pay for my order.

Upon arriving at the store I was greeted by a nice cashier and explained the aforementioned and ended up meeting *** ***** at the front cash register in the store. To my surprise it was explained to me that my order was cancelled and that my payment would be refunded and that I had not been charged. This was news to me as I still had pending transaction on my account. I explained that I spoke to a young man who took my payment and was ensured that all was well with the order and the update was successful. Albeit that was not the case.

.....I uploaded the entire complaint......
Business Response
Date: 08/10/2023
Thank
you for taking the time to provide us with your feedback. On behalf of Papa
John’s, we would like to apologize for the inconvenience you encountered. Our
goal is to always provide not only a superior quality pizza but also a World
Class Customer Experience to our customers. We are bit confused with the information provide in the complaint. Two orders are mentioned in the complaint. However, we show 3 orders were placed online for 7/28. The first cancelled order was placed an hour before the second one. Two orders for cash were cancelled and the last one for credit card was completed.
Initial Complaint
Date:07/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 13th I purchased a Large NY Cheese Pizza. They have been running a Ad on TV for $12.99. I was charged $19.25 for a plain cheese pizza, plus a food tax of $1.25 and tax of $1.25 a total of $20.60. If the ad stated and was still on for $12.99 how in the world am I charged $20.60. I want a Refund and do not recommend anyone going there for pizza go anywhere else.
Business Response
Date: 07/19/2023
Thank
you for taking the time to provide us with your feedback. On behalf of Papa
John’s, we would like to apologize for the inconvenience you encountered. Our
goal is to always provide not only a superior quality pizza but also a World
Class Customer Experience to our customers. We would need a little more information to be of further assistance. We would need the store location to locate the order that was placed.
Thank you again and have a great day.
Customer Answer
Date: 07/20/2023

Complaint* ********

I am rejecting this response because: I sent the address of Papa John's I had the problem with. I'm giving it to you again here it is. Papa John's 231 Southwest Port Saint Lucie Blvd. Port Saint Lucie, Florida 34984-5043 Phone Number (772) 879-1100. Not happy with them or recommend them to anyone, go else where for your Pizza.

Sincerely,

******* *******
Business Response
Date: 07/21/2023
We have search the store location and have not been able to locate an order for the name and phone number. listed in this complaint. We would need some information regarding this order to be of assistance.
Did the store have any information regarding the deal and rejected the deal? Did the store say the deal expired?
Customer Answer
Date: 07/21/2023

Complaint: ********

I am rejecting this response because: That night of July 13th the day I purchased the pizza it was advertised again on TV, and I seen it again July 15th so it was not Expired. I'll give you again all the info I have on my receipt: Papa John's 231 South West Port Saint Lucie Blvd., Port Saint Lucie, Florida 34984-5043 Phone # (772) 879-1100 Restaurant # 1068 that is everything I have and it is not right for us Seniors to keep getting s scammed.

Sincerely,

******* *******
Business Response
Date: 07/25/2023
Can you provide the order number off of the receipt. I have not been able to locate an order with the phone number nor name provided in this complaint. I also checked the second Port Saint Lucie store and no results. The order number would allow me to review the order. Unfortunately, i can't be of assistance without locating an order.
Customer Answer
Date: 07/26/2023

Complaint: ********

July 26, 2023
It was purchased on 07/13/2023 at 11:21 A.M.
The ad was still running cause it was on TV that night. I gave you the Address and Phone Number Twist after filling out the Complaint.
The Order # ****
Reference # ******
Batch ID- ***
Restaurant # ****
This is everything that is on the receipt I have no other information. If you can not find this store is it a Fly By Night store??? Hope to get this settled real soon.

Sincerely,

******* *******
Business Response
Date: 07/27/2023
Thank you for the order
number. The order was not under your phone number nor your full name, thus i
was not able to locate the order. This order indeed reflects an extra-large
cheese pizza at full price and does not have the New York Style pizza listed on
the order. Therefore, the charge was indeed the price of an Extra-Large
cheese pizza. I have spoken to the manager Joe, who states they did
indeed have a special for the New York Style pizza. At this point of
course we are not sure why the New York Style pizza was not listed on the
order, since you state that’s what you order. Per your resolution, Joe
has graciously processed a refund on the order. The refund should reflect
in 3 to 5 business days.

Thanks and have a Great Day!
Customer Answer
Date: 07/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Will not go or order from them again, I guess the woman that took the order needs Hearing Aids cause I told her three times I wanted the special the Extra Large New York Style Pizza. Will be looking forward to my refund. Thank you for your help in getting this problem resolved.

Sincerely,

******* *******

***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:07/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered online...with 3 added items to the pizza. Charges the addl amount and PAID the EXTRA... Pizza def DOD NOT have the items ordered and paid for. Called and they did nothing about it. Absolutely NOT right. No apology and no restitution... BS. Lost my business and am spreading the word. Do not order or buy from this franchise.
Business Response
Date: 07/27/2023
Thank you for taking the time to provide us
with your feedback. On behalf of Papa John’s, we would like to apologize for
the inconvenience you encountered. Our goal is to always provide not only a
superior quality pizza but also a World Class Customer Experience to our
customers. I have not been able to locate an online order for the phone
number nor the email address listed this ticket. to be of assistance, we would
need to locate the order and get some details regarding the missing/added items.
Customer Answer
Date: 07/27/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ******
Initial Complaint
Date:07/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered food it was never delivered I was promised a refund I was never issued a refund I contacted the store they said that they never issued a refund and I need to contact my bank now but my bank will not refund me because the store is the one who never delivered the food I want my money back. The total was $30.61
Business Response
Date: 07/17/2023
Thank you for taking the time to provide us with your feedback. On behalf of Papa John’s, we would like to apologize for the inconvenience you encountered. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers. We have reached out to the General Manager *** to get this resolved. *** states the instore order does not reflect wings and we have informed him the online order reflects hot lemon pepper wings and the customer was charged for the wings. *** states he would contact *** ***** to get this resolved.

Thank you again and have a great day.
Customer Answer
Date: 07/17/2023

Complaint: ********

I am rejecting this response because: I already spoke to a manager they said they were going to refund me back in March here it is July going on August and I called them last week they said that I have to call my bank so I would like a full refund and I would like credits for being over 3 months and I still have not received my refund and when I spoke to somebody the day I filed the complaint the boy in the store said that they do have a refund that was supposed to be issued but they see it was never issued and they don't know why so I would like my full refund

Sincerely,

******* *****
Business Response
Date: 07/27/2023
We have been unsuccessful getting this resolve with the store manager. However. below I have Papa John's Gift Card for $20
Amount - *******************
PIn - ****
amount - $20

Thanks and have a Great Day!
Initial Complaint
Date:07/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pizza from the shop located at 16d E Golf Rd Ste D, Schaumburg, IL 60173. I purchased a pizza that took over 2 hrs to even be marked out for delivery. After that, the order was marked as completed, even though I never got the pizza. I have been trying to get a refund for services not rendered and while they continue to tell me they are, I have yet to see a refund. This Papa John's has a history of doing this I have noticed from the reviews.
Business Response
Date: 07/07/2023
Thank you for taking the time to provide us with your feedback. Our goal is to always provide not only a superior quality pizza but also a World Class Customer Experience to our customers. We show the store processed a refund for this order on 7/3/23, which was the desired outcome.

Thank you again and have a great day.
Initial Complaint
Date:06/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on june 18,2023 i order 2 pizzas from papa johns here is my order number ********** i waited until 40 mins after placeing my order i called store the manager told me that the driver should be at my home any min i told the manager i wanted my money back because i saw on tracker that the driver went past my home 10 mins away and i dont want a cold pizza at that time the driver pulled up in my driveway 45 mins after i placed my order i knew the pizza might be luke warm but not hot so i ask for my money back i told the driver to take pizzas back i did not want them the manager hung up on me so i filled out the feed back form anf this was what i got. ***** ***, Jun 18, 5:52?PM (14 hours ago)
to me

Hello, I am sorry for your inconvience of ordering at a different pizza place. We have the pizzas in a heat bag in the back seat of the cars so they will not be cold in 40 minutes. Our normal delivery time is 30-45 minutes and we make sure to deliver them hot and fresh.

***** ***** Papajohns

not one word about giving me my money back i never took pizzas and i have yet to get my back my money. i really do love papa jphns but i will never order from them again no one wants to pay for cold pizzas so i told the driver to take them back i should get my money back but i did not and yes i had to order from pizza hut i dont like pizza hut
Business Response
Date: 06/30/2023
Thank you for taking the time
to provide us with your feedback. On behalf of Papa John’s, we would like to
apologize for the inconvenience you encountered. Our goal is to always provide
not only a superior quality pizza but also a World Class Customer Experience to
our customers. The desired outcome was for a refund. We show the
store cancelled the transaction on the same day, therefore the transaction
never settled.

Thus, no charge was processed for the order.
Customer Answer
Date: 06/30/2023

Complaint: ********

I am rejecting this response because: it might have been cancelled on the same day but it take me 7 days to get my money back and it is very sad i will never order from papa johns again i did get my money back and thank you

Sincerely,

***** *******
Business Response
Date: 07/11/2023
I’m sorry, I don’t have a full understanding of the rejection
as it relates to your desired settlement. This was a pending hold and not a
refund. We show the transaction never
settled. Depending upon your financial institutions policy determines the hold of the funds. Financial
institutions have different timeframes for pending holds. Majority of banks pending holds are reversed
immediately, or within 24 hours. Some maybe 3 business days. Any pending
transactions held longer than 3 business days would be a prepaid card which
could be 7 business days and even up to 30 days.

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Complaints

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Papa John's International, Inc. is NOT a BBB Accredited Business.